System and method for managing customer interactions for contact center based on agent proximity
First Claim
1. A method for managing customer interactions for a customer contact center, the method comprising:
- receiving, by a processor, information on an interaction with a customer communication device corresponding to a customer to be routed;
identifying, by the processor, a context associated with the interaction;
receiving, by the processor, first proximity information relating to a proximity between an electronic device corresponding to an agent and a first proximity device corresponding to an agent workstation of the agent;
receiving, by the processor, a proficiency value of the agent for handling the interaction;
receiving, by the processor, second proximity information relating to a proximity between the electronic device corresponding to the agent and a second proximity device corresponding to the agent workstation of the agent;
adjusting, by the processor, the proficiency value of the agent according to the context associated with the interaction in response to receiving the second proximity information;
determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency value; and
transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency value.
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Accused Products
Abstract
In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.
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Citations
20 Claims
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1. A method for managing customer interactions for a customer contact center, the method comprising:
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receiving, by a processor, information on an interaction with a customer communication device corresponding to a customer to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device corresponding to an agent and a first proximity device corresponding to an agent workstation of the agent; receiving, by the processor, a proficiency value of the agent for handling the interaction; receiving, by the processor, second proximity information relating to a proximity between the electronic device corresponding to the agent and a second proximity device corresponding to the agent workstation of the agent; adjusting, by the processor, the proficiency value of the agent according to the context associated with the interaction in response to receiving the second proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency value; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency value. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for managing customer interactions for a customer contact center, the system comprising:
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a processor; and a memory in communication with the processor, the memory storing instructions that, when executed by the processor, cause the processor to; receive information on an interaction with a customer communication device corresponding to a customer to be routed; identify a context associated with the interaction; receive first proximity information relating to a proximity between an electronic device corresponding to an agent and a first proximity device corresponding to an agent workstation of the agent; receive proficiency value of the agent for handling the interaction; receive second proximity information relating to a proximity between the electronic device corresponding to the agent and a second proximity device corresponding to the agent workstation; adjust the proficiency value of the agent according to the context associated with the interaction in response to receiving the second proximity information; determine whether or not the agent is qualified to handle the interaction based on the proficiency value; and transmit a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency value. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification